1.1. The Contractor provides services to the Customer, who has concluded a Service Agreement with the Contractor. The service is provided on the basis of the Request submitted by the Customer.
1.2. All information provided by the Customer when concluding an agreement with the Contractor must be reliable. If the Customer provides false information, the Contractor has the right to refuse the Customer to provide services. The Contractor, in case of doubts about the reliability of the data provided by the Customer, has the right to request additional information and (or) require confirmation of the provided information during the entire term of the contract. The request is sent to the Customer to the contact address of his e-mail. If the Customer does not provide additional information and (or) does not confirm the previously provided data within 14 (fourteen) calendar days from the moment the Contractor sends the first request, the Contractor has the right to:
1.2.1. reject the Customer's application for a new service;
1.2.2. suspend the provision of services to the Customer (block services);
All of these restrictions can be removed within 3 (three) business days from the moment the Customer submits the requested information. In case of failure to provide the required information within 30 (thirty) calendar days from the moment the Contractor sends the first request, the Customer's services may be canceled.
1.3. The Customer and the Contractor recognize the legal force of notifications and messages sent by the Contractor to the Customer at the e-mail addresses indicated by him in the contract and other documents. Such notices and messages are equated to messages and notices executed in a simple written form sent by the Contractor to the Customer's postal addresses. The Contractor and the Customer, in the event of any disagreement regarding the facts of sending, receiving messages, the time of their sending and content, agreed to consider the evidence of the Contractor's archival service reliable and final for resolving disagreements between the indicated persons.
1.5. As part of the service "System Administrator" The contractor provides services for remote quality, timely and mandatory resolving all requestsrelated to the configuration, operation and performance of the software and / or equipment located on the territory of the Customer.
1.6. The Contractor has the right to change the provisions of these regulations. The changes come into force 30 days after they are published on the Contractor's website.
2. Procedure for ordering a service.
2.1. The order of the service is carried out by the Customer by e-mail or by a letter in a simple written form to the address of the Contractor.
2.2. The basis for the performance of work is the request of the Customer sent via the Communication Channels in the manner prescribed by these regulations. The time of acceptance of such a request is the time of its receipt by the Contractor.
2.2. All requests are accepted from 8 am to 19 pm Moscow time daily (except weekends and holidays). Regardless of the form of submission of the request.
2.3. In order for the Contractor to accept the request, the Customer is obliged to provide the following information:
2.3.1. Contract number with the Contractor
2.3.2. Contact information of the Customer's employee sending the request (phone and/or e-mail)
2.3.3. Request Priority
2.3.4. A complete description of the problem, including the hardware model and/or software version, version and bit depth of the operating system, as well as a step-by-step description of the problem.
3. Procedure for the provision of services.
3.1. As part of the provision of the "System Administrator" service, the Contractor undertakes to carry out the following work:
3.1.1. Provision of consulting services on software and / or equipment of the Contractor's Customer during the Contractor's working hours.
3.1.2. Providing technical assistance on software and/or equipment of the Customer. In the event that the equipment is located on the territory of the Customer, the service is provided only remotely. In the event that the equipment is located at the Contractor's technological site, the service is provided by the Contractor's employees directly on the Customer's equipment.
3.1.3. Carrying out work related to the renewal, modernization, repair of the Customer's equipment located on the Contractor's technical site. The cost of components (components, products, parts, finished blocks and devices, etc., etc.) is paid separately by the Customer.
3.2. The response time for a request only includes business hours and depends on the priority of the request.
3.3. The time for resolving a problem in a request may depend on the priority of the request and the complexity of the problem being solved, as well as the response time and time for solving third parties, the speed of the Customer's response to a request for additional information on the current request. The contractor cannot guarantee the time to solve the problem, since various factors can influence the time to solve the problem, for example, the timeliness of the client's response, the timeliness of the developers' response, the need to purchase components, etc. and so on.
3.4. At the request of an employee of the Contractor, the Customer is obliged to provide access to his computer using the program TeamViewer . At the same time, the time spent explaining to the Customer's employee how to download this program and how to install it is taken into account as the time for the provision of the service.
3.5. Priority has one of the following values:
- High - the response time to the request is no more than 15 (fifteen) minutes.
- Medium - response time to a request is no more than 4 (four) hours.
- Low - the response time to the request is no more than 20 (twenty) hours.
3.6. The response time to a request is determined by the total workload of the Contractor's employees and may be less than the deadlines stated in the regulations. In some cases, the problem can be solved almost immediately upon receipt of a request or additional information from the Customer. The reaction of the Contractor's employees to the receipt of additional information from the Customer cannot be more than the maximum response time specified for this priority level.
3.7. The solved problem is considered at the time when the solution of the problem is transferred to the Customer via the Communication Channels. The solution can be both workaround and permanent.
3.8. The Request is considered resolved when the Problem Solution provided to the Customer is sent via the Communication Channels and confirmed by the Customer. If there is no confirmation from the Customer about the Solution of the problem for more than 48 hours, the work on the appeal is considered accepted by the Customer.
3.9. Technical support is NOT provided through other communication channels (for example, ICQ, Skype, etc.). Questions submitted through these channels are not official requests and are not registered in the technical support system.
4. Procedure for payment for the service.
4.1. The order of the service is the Customer's consent to pay for the service at the prices valid on the day the order starts to be executed.
4.3. After the request is closed by the Customer, or automatically closed, an invoice is issued for the services rendered.
4.4. Payment of the invoice is made within 10 (ten) days after its issuance.